Quality Assurance Representative

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

 

Job Summary

The Quality Assurance Representative serves as a catalyst for the owner onboarding experience. The QA Representative works to deliver sales document presentations for new and existing owner purchases as well as provides customer support through onsite education and services for club products, follow up process and site customer contact. The Quality Assurance Representative also provides feedback to Quality Assurance Manager from document closing and sales presentation observations to identifying training opportunities. The QA Representative will balance proactive efforts with owners as well as reactive work to ensure owner satisfaction with purchases and ensuring quality service standards, goals, and objectives are met consistently. The QA Representative works with QA Manager to provide training for sales that will help meet and improve on rescission and compliance goals.

Essential Job Responsibilities

Responsibilities include, but are not limited to:

• Review and Complete legal and sales related documents with owners following established process/guidelines (50% time)
  
• Provide Owner Education to owners through topic curriculum in a private one on one setting or group education sessions on all aspects of the club products and offer guidance in maximizing their vacation ownership. These sessions can aid in post-sale customer service for sales retention and compliance (25% of time)
  
• Identify and communicate patterns, trends, training opportunities and compliance concerns to QA Manager (10% of time)
  
• Provide training for the sales team in product knowledge, sales document content, and sales compliance as needed (5% of time)
  
• Coordinates the logistics and reporting functions for all educational events & materials, collaborates with in house marketing, sales and resort team to optimize educational session attendance (5% of time)
  
• Other site duties as assigned by QA Manager (5% time)
  

Travel Requirements

• Less than 5% for Corporate and or BU Meetings
  

Minimum Requirements and Qualifications

Education

• Bachelor Degree or equivalent combination of education and directly related experience
  

Knowledge and Skills

• Ability to prioritize and organize tasks
  
• Ability to influence
  
• Excellent verbal and written communication and interpersonal skills
  
• Ability to manage concurrent assignments in an effective and efficient manner
  
• Strong conflict management skills
  
• Expert Contract Standards Expertise preferred
  
• TNL product knowledge expertise preferred
  

Technical Skills

• TNL Product Knowledge, Workday courses, Sales Training relative to Quality Assurance
  

Job Experience

• 1+ years Wyndham sales experience preferred
  
• 1 year previous customer service experience
  

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Complexity

Level of decision making authority:
Works within guidelines established by QA Director and QA Manager

Level of autonomy:
A high level of autonomy to complete job tasks to achieve retention and compliance goals with minimal supervision.

Impact of incumbent's decisions on the organization:
Retention achievement adds revenue. Owner Onboarding provides a vehicle of focus to attain this objective. 10% retention on $1,000,000 in sales = $100,000 saved revenue.

Supervisory Responsibility:
N/A

Scope/Financial Responsibility:
Increase overall site retention and decrease overall sales compliance issues that can lead to reversal of money or missed budgets for selling location
Directly impact the results of the sales location through best practices for retention
Directly impact the results of the site QA Team for retention and compliance
Driving improvements to the following business metrics (Rescission Rates,
Sales Compliance, Net Sales, NPS/OE Scores)

 

 

 

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

 

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], including the title and location of the position for which you are applying.